Volunteer voices: Celebrating those who make care possible

It takes a team to provide the excellent care you expect from MultiCare.

From the doctors, nurses and staff who keep our machines running, facilities clean and patients fed, to the volunteers who greet you at the reception desk, each person plays an integral role in ensuring you can get back to a healthy life.

In honor of National Volunteer Week, we asked a few of our MultiCare volunteers what called them to this important work.

Here’s what they had to say.

Gil Smith, MultiCare Deaconess Hospital volunteer

Gil Smith

What called you to volunteer in health care?

“I started volunteering about seven years ago. I am a retired OB/GYN who practiced in Spokane for more than 26 years and primarily at Deaconess. I love holding and comforting drug-affected newborns, but am happy to hold any baby that is a little noisy. I like being in the nursery from 5am to 8am because I get see and talk to both shifts of nurses. It has been a joy.”

How do you hope to impact the community through your work?

“I hope my presence helps babies calm down, and maybe avoid some of the drugs used to help in withdrawal.”

Michael Berman, MultiCare Auburn Medical Center volunteer

Michael Berman

What called you to volunteer in health care?

“After a couple of months of retirement, I felt that I needed to do something productive and beneficial with my time. Giving back to my community seemed like the perfect way to accomplish that. I can think of no other better way to spend my time and effort than helping the staff and patients of Auburn Medical Center. After two-and-a-half years volunteering at Auburn, the gratitude I receive every shift is always appreciated and it reinforces in my mind that what I am doing is needed and wanted.”

How do you show up for your patients beyond just your daily work?

“I make it a point to be upbeat and positive in my interactions with the patients. My goal is to lighten their spirits if I can. A trip to the hospital can be intimidating and stressful for some people. If I can get a smile or a laugh from them, I hope it goes to easing their minds about what they are there for. Whether it be surgery, imagery or a simple question.”

How do you hope to impact the community through your work?

“I hope that through my commitment and attitude, the community will see Auburn as a positive and professional place to receive their medical care. That the staff and volunteers truly care about them. I truly hope that my efforts are having a positive impact on the patients and staff at Auburn and on the community as a whole.”

What do you love about your job?

“I truly enjoy meeting the patients that come though outpatient registration. I have formed friendships with several of the staff and believe the staff at Auburn is top notch. It is a pleasure working with them and being there for them. They are a wonderful community within that does an outstanding job supporting the community without.”

Annmarie Lam, MultiCare Auburn Medical Center volunteer

Annmarie Lam

What called you to volunteer in health care?

“I was drawn to health care due to its combination of healing through science. What keeps me in health care is being able to get people the help they need so that they can go back to living their best life.”

How do you show up for your patients beyond just your daily work?

“In some of the most unpredictable times, I have learned that there is power in being present. Beyond the daily work of restocking, I show up for my patients by having an open heart and mind. By being a helping hand or simply listening, I have learned that it can make a big impact.”

How do you hope to impact the community through your work?

“It can feel very vulnerable to get help. Even though volunteers have low autonomy in the hospital, I hope to impact my community by providing comfort and care that feels intentional.”

What do you love about your job?

“I love that I am able to work directly with the staff to care for patients. I have truly learned a lot from the nurses and certified nursing assistants and am forever grateful for their kindness and patience. It can feel daunting to interact with someone you do not know, and volunteering has helped me build the confidence to step into a room and understand how I can help.”

Nadine Torres-Hernandez, MultiCare Mary Bridge Children’s Hospital volunteer

Nadine Torres-Hernandez

What called you to volunteer in health care?

“I was initially drawn to health care because I wanted firsthand experience in a clinical environment and a meaningful way to serve my community. Volunteering gave me the opportunity to support patients while learning what working in health care truly looks like beyond what you see from the outside. I wanted to challenge myself and determine whether this was an environment where I could genuinely see my future.

“After several years of volunteering, I can confidently say it is. The fast-paced, patient-centered atmosphere of the unit I serve on has only strengthened my desire to pursue a long-term role in health care. What keeps me here is the sense of purpose I feel each time I walk onto the floor. Even in a volunteer role, I know my presence matters. Being part of a team that prioritizes compassionate, quality care has confirmed that this is not just a temporary experience for me — it’s a path I hope to grow in professionally.”

How do you show up for your patients beyond just your daily work?

“I show up for my patients by being proactive and attentive, not just completing assigned tasks but anticipating needs. I make it a priority to ensure patients feel heard, supported and respected. For example, when a patient shared that they were unable to reach the cafeteria to order lunch, I sought out a member of the nutrition staff to relay the request and later followed up with the patient to ensure their concern had been addressed.

“Moments like that may seem small, but they make a difference. I also use my bilingual skills to help bridge communication gaps for non-English-speaking patients and families. Whether assisting with questions, guiding them to the pharmacy or cafeteria, or helping them better understand instructions, I strive to reduce stress and confusion. I believe every patient deserves equal care and advocacy, regardless of language or circumstance. Showing up for my patients means being present, approachable and willing to go the extra step so they feel supported during a vulnerable time.”

How do you hope to impact the community through your work?

“I hope to impact the community by exceeding expectations and redefining what it means to serve as a volunteer. For me, that means going beyond basic responsibilities and making each patient interaction meaningful. I want patients and families to feel comfortable, valued and confident when a volunteer enters their room.

“My goal is to help foster trust — not just in me, but in the health care team as a whole. If a patient feels more at ease because someone took the time to listen or assist them, then I know I’ve made a positive impact. Ultimately, I hope my work contributes to a culture of compassion and respect that extends beyond the hospital walls and into the broader community.”

What do you love about your job?

“What I love most about volunteering is the sense of community within the unit. The staff consistently demonstrate teamwork, dedication and genuine compassion for their patients. They are always willing to guide and support volunteers, which creates an environment that encourages growth and learning.

“I also deeply value the patient interactions I’ve had. Many of those conversations and moments — whether offering reassurance, sharing a brief laugh or simply sitting with someone — have stayed with me long after my shift ends. Those experiences remind me why I chose this path and continue to motivate me to pursue a future in health care.”

Cassie DeView, MultiCare Allenmore Hospital volunteer

Cassie DeView

What called you to volunteer in health care?

“I began volunteering to better my experiences and patient care while applying for registered nursing programs. I worked as an in-home care aide for about four-and-a-half years when my now 13-year-old child was little, and stopped working to be a stay-at-home mom when my now 7-year-old child was born. After separating from my youngest’s dad and becoming a single mom, I wanted to continue my education in health care and enrolled in college to take my nursing prerequisites. My passion for helping others and the amazing staff I have had the privilege to work with keeps me coming back, and I will hopefully be employed with them in the near future!”

How do you show up for your patients beyond just your daily work?

“I volunteer in the med-surg and emergency departments. I have completed the volunteer intern program, and intern for the nurse manager of 2E, Cortnie Thomas. I provide support to nursing staff, nursing assistants and housekeeping by offering help when needed with tasks like discharging patients or cleaning rooms. I interact with patients and their families, offering hygiene items, snacks or drinks, and conversation. Many times I just listen. I provide an ear in a space where people are often scared or feel unheard, and I do my best to help them feel validated and safe.”

What do you love about your job as a volunteer?

“I love the staff I work with as a volunteer at Allenmore, and I love feeling like I have had the opportunity to impact someone’s life in a positive way.”

How do you hope to impact the community through your work?
“I was recently accepted into a registered nursing program at Tacoma Community College that I will begin in April. I have also just finished my associate’s in human services case-aide. I hope to help those in underserved communities by providing better access to services through things like mobile health units and to help bridge the gap in services to those who need them most.”

Alex Zamora, MultiCare Mary Bridge Children’s Hospital volunteer

Alex Zamora

What called you to volunteer in health care?

“I was called to volunteer in health care by my deep passion for medicine, patient care and desire to serve my community. I began volunteering as a junior at the University of Washington Tacoma studying biomedical sciences. I was taking classes full time and wanted to gain patient care experience and serve others. I found out about volunteering at MultiCare and was drawn to their core values of showing kindness, respect and excellence to our community. I thoroughly enjoy working with kids and was eager to provide emotional support and encouragement to families. The immediate impact I can make during each shift is what keeps me here. I genuinely enjoy interacting with patients and their families. Whether it is getting coffee for parents, coloring with a child or providing a warm blanket, each encounter is different and intrinsically rewarding. I volunteer in the emergency department and understand that due to the high number and acuity of patients, wait times can be long and the environment can be stressful. As I round with the comfort cart, any ounce of comfort or activity I can give the family is so encouraging.”

How do you show up for your patients beyond just your daily work?

“I show up for patients by interacting with them and simply demonstrating that I care about how they are doing. I aim to make their visit as painless as possible. One … evening I was called to a room by the child life coordinator. A child had arrived … and was alone as she was waiting for her family to arrive. She was shy and slow to converse. I quickly brought some interactive stickers and coloring pages. I introduced myself and asked if she would like to create something. We began playing with the activity and I was making small talk. This shy scared girl was now laughing and conversing. Once her parents arrived, they thanked me for staying with her and she thanked me for listening. Although I made no impact on her physical well-being I know I made a difference in how she felt. Another occasion I was rounding the ED rooms with the comfort cart and came across a patient and their parents. I offered refreshments and … as I said hot chocolate, the patient’s eyes lit up. They asked if I could bring them a hot chocolate. After I double-checked with the health care team and made sure they were cleared to drink, I gladly grabbed the hot chocolate for the patient. Once I brought it back to the room the patient’s parents thanked me and told me I had made the patient’s night. I was blown away at how a small cup of hot chocolate could make a difference and brighten someone’s night. I started volunteering to make an impact on others, but each day I show up to a shift I leave changed, more impacted by the families and patients I interact with.”

What do you love about your job as a volunteer?

“I love being able to talk to so many people. I enjoy collaborating with the physicians and nurses to ensure that patients feel supported and as comfortable as possible. I love that this position slows me down and makes me receptive and attentive to what the patient may need or what the department may need.”

How do you hope to impact the community through your work?

“I hope to encourage others, demonstrating that you can make an impact on your community by giving some of your time and seeking to meet the needs of others instead of your own for a few hours. I hope the patients and their families I interact with feel seen and understand the providers care about them. I hope that my small act of kindness can bridge the gap between provider care and patient satisfaction.”